Customer Support Engineer – Atlanta

USA_Home Working, AL
USA_Home Working, GA
About this position:

From forensics to nanotechnology, our analytical systems and solutions help the world’s top researchers do ground-breaking work on the small things that make big things possible. We’re after enquiring minds, imaginative thinkers, and proud geeks. Those who are irresistibly drawn to hard problems others can’t crack. Those who are always thinking ‘what if…’. Does this sound like you? Then read on….

Field Service Engineer

Atlanta, GA and Alabama Region

The Field Service Engineer will become an expert in the service and maintenance of all Malvern Panalytical Inc. products. They will be expected to enhance customer support and product sales in the American territories through a proactive integration of their technical expertise into the daily sales, customer support, & training activities of the Malvern Panalytical team and customer base. They will have direct territorial service responsibility for their defined territory, and will be responsible for instrument testing and calibration, electrical & mechanical repairs, and proactive sale of service contracts and product accessories.

SPECIFIC DUTIES & RESPONSIBILITIES:

  • Adhere to all defined procedural guidelines for Malvern Panalytical Support Group.
  • Ensure that overall customer satisfaction in the territory is maintained at the highest level possible, by responding to customer inquiries, needs, and/or complaints promptly and courteously.
  • Schedule and complete Helpdesk assigned service jobs in a timely fashion, including performance validations using company certified procedures; problem diagnosis and on-site system repair; align, repair, replace, and/or balance component parts and circuitry as required; reassemble and calibrate instruments and equipment.
  • As required by the Malvern Panalytical helpdesk, provide backup support for the installation of new equipment at the customer facilities, including the delivery of basic train customer personnel in the operation of the instrument that they purchased.
  • Enter and maintain accurate information about territory customers in the CRM and R3 databases.
  • As required by the US Service Manager, provide backup support for the Helpdesk by responding to customer support emails and phone calls in a timely fashion during non-travel office days.
  • Provide technical assistance to local Account Manager for new product sales by means of customer visits, participation in product demonstrations, and other brick-brick walling activities.
  • Provide written quarterly reports to regional Support Manager, along with regular verbal updates.
  • Manage expenses within corporate travel guidelines.

COMMUNICATION:

  • Customer and supplier communication
  • Internal Communication

ENVIRONMENT AND HOURS:

  • Standard work week of 40 hours although there is occasionally a need for staff to work beyond this limit.
  • Available for unrestricted travel within North America and Europe. Passport Required
  • Travel (overnight) up to 75% of the time
  • Ability to go onsite for customers requiring clear background checks and passing drug test

REQUIRED KNOWLEDGE, SKILLS AND EXPERIENCE:

Entry Qualifications

  • Bachelor’s degree in Science related field.
  • Previous or related field experience highly recommended
  • Fluency in English, written and verbal, is required.

Skills & Experience

  • Experience in X-ray spectroscopy, light scattering, laser diffraction, microscopy, or other laboratory related instrumentation experience, especially customer facing relationships

Knowledge

  • Ability to define problems, collect data, establish facts, draw valid conclusions, along with the ability to interpret an extensive variety of technical instructions in mathematical or schematic forms, dealing with abstract and concrete variables
  • Practical modern instrumental analysis skills acquired either through research or through on the job experience in an industrial, environmental, laboratory, or pharmaceutical setting
  • Standard computer experience (Word, Excel, PowerPoint, etc), not limited to Outlook, Microsoft applications, Webex, and Salesforce
  • Read and interpret technical documents, user manuals, and instrumental design schematics.
  • Communication (written and oral) skills at all levels and the ability to conduct oneself in a friendly and professional manner.
  • Ability to retain information or know where to find it and put this to practical use.
  • Common sense attitude, ability to work under pressure, and flexible travel plans

When you join?

  • Your career will take off with a comprehensive induction program. We then continue to support and develop our employees by improving their skills, knowledge and performance by in-house, on-the-job training, and external training.

  • We value entrepreneurship and commitment by offering real career possibilities.

  • You become part of a growing company where you can shape the future of our work processes.

YES, I WANT THIS JOB!

Please click APPLY NOW to submit your CV and cover letter.

Posted 19 Days Ago
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Job ID: 4734